- This is to be the first line contact for all support related queries (non-technical) that arise out of the ongoing vendor correspondence management operations.
- The majority of work involves responding to emails through a ticketing system sent by customers (both clients and suppliers) who have questions or disputes with respect to claims raised on them.
- Apart from responding through emails, the operations analyst would require auditing skills to analysis, research and then communicate information effectively and precisely to vendor
- Responsibilities will also include working with the customer to track, record, and document help desk requests and issues in ticketing system.
Primary responsibilities:
- Provide support on email to diagnose and resolve problems while providing end user assistance.
- Escalate support requests to the concerned person as necessary following established procedures
- Research and analyze each issue and resolve the issue with the user. Continue to build up your knowledge base so that more and more situations are resolved within the Level 1 support organization
- Establish and manage a close working relationship with service owner, 2nd level support, 3rd level support
- Address and resolve basic incidents and requests; logs all incidents and requests; engage appropriate service resources to resolve incidents that are beyond the scope of Level 1 ability or responsibility
- Manage L1 support priorities, complete tasks within given time frame and with the expected level of quality
- Build and manage stakeholders trust and provide single point-of-contact for the customer
- Auditing supplier submitted documents and writing comprehensive comments and recommendations based on audit findings
- Must be we'll versed with professional language and ethics as vendor communication is sensitive and critical.
Role Requirement:
- Excellent command of the English language with strong written and verbal communication skills and will be able to communicate effectively across all levels and stakeholders.
- Assure quality of service is delivered within the expected SLA and KPI
- Strong problem-solving skills
- Contribute to the overall performance and success of the service
- Team up with others for problem and incident resolution
- Incident tracking & resolution
- Act as a team player, actively share knowledge across the team
Education Qualification:
- B.com, BA (with German language Specialization) (Exclude BE/ B.Tech, Technical (Grad and Post Grad))
- German language certification, Advanced Diploma from Pune University (or equivalent courses from Goethe Institute (MMB), etc)
- German language proficiency level of B2. C1 or C2 would be highly preferred.
Professional Requirement
- 1 - 2 years of experience (Freshers with Distinction can also apply)
- Experience in customer support role will be an added advantage
- Some exposure to Accounts Payables desired, but not mandatory
Shifts:
- Should be open to work and complete task irrespective of shift.
Behavioral Competency
- Good Communication skills - written and verbal
- Ability to work under pressure and with supervision
- Problem sensitivity
- Adhere to Company policies
- Active learning
- Attention to detail
- Ownership - Responsibility & Initiative
- Ability to Priorities and organize own workload to ensure deadlines are met
- Enthusiastic, Dynamic, Flexible & Committed with the ability to focus on the big issues while not losing sight of the detail
